Shipping policy
Processing:
We are a very small team but we try our hardest to ship out orders as quickly as possible!
Please allow a minimum of 1-3 business days on average for us to process your order, this excludes weekends, and public holidays. Please also be aware that delays may occur during sales and the holiday period. We recommend ordering well in advance during these periods if you need an item by a specific date.
**Express Post options are available Australia wide. While Express orders are prioritized please note that you will still need to allow extra time for your order to be processed and packed if you choose this option. If there are any shipping delays after your package has been shipped, please contact Australia Post for assistance. **
NOTICE: Due to the pandemic, you may notice some slight delays in regards to shipping. Many international destinations have incurred restrictions which limit how much product can be sent to them. This is unfortunately out of our control, and we hope you can understand.
Click HERE to see a list of the temporarily restricted locations. There are some locations that we currently cannot ship to.
If you are ordering from outside of Australia and have any questions or want to check your countries current restrictions, please contact us at cloudchaser_cosmetics@outlook.com.
If the event you need an item by a certain date, we suggest ordering in advance to avoid any shipping delays.
Where We Ship:
**Orders to the US have recently been put on hold, we are working hard to resume them as soon as possible and will keep you updated!**
We ship domestically and also to a wide selection of international destinations.
Domestic standard orders can take between 2-8 days to arrive once shipped (due to the pandemic and holiday periods, there may be some delays that are unfortunately out of our control.)
Express Domestic orders can take 1-4 business days to arrive once shipped (according to Australia post.) Due to the pandemic and holiday periods, there may be some delays that are unfortunately out of our control.
New Zealand orders can take from 10-16 working days to arrive once shipped (due to the pandemic and holiday periods, there may be some delays that are unfortunately out of our control.).
International orders can take anywhere from 10 - 30 working days to arrive once shipped, depending where you are located (due to the pandemic and holiday periods, there may be some delays that are unfortunately out of our control.).
(ALL parcels are sent via AUSTRALIA POST)
International delivery costs do not include duties. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Cloudchaser Cosmetics is not responsible for these charges if they are applied. They are your responsibility as the customer. If you decline to pay the applicable taxes/duties or if your order exceeds limitations and restrictions, your package may be returned to us. In this case, initial shipping costs will not be refunded.
It is recommended that you contact your local customs office for information on what charges, limitations and restrictions may apply to your country and your order.
International orders require a signature upon delivery. It is the sole responsibility of the receiver to provide an address where someone will be home and available to sign for the parcel. International couriers will not leave parcels unattended.
Should a parcel be returned to us for any of the following reasons and the receiver requests a re-delivery, initial shipping fees will also apply:
- Multiple unsuccessful delivery attempts.
- Failure to pay duties/taxes applicable to receivers country.
- If the parcel remains unclaimed by the receiver.
- Failure by receiver to contact the delivery service to (in their receiving country) To re-arrange a delivery.
- Incorrect or incomplete address provided.
*If a refund for the return is requested due to any of the above reasons, the initial shipping cost will not be refunded.
How To Check My Order Status?
when your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you have any issues relating to your confirmation email or order, please contact us at cloudchaser_cosmetics@outlook.com. with your name and order number, and we will look into it for you.